Technology Program Analyst II - Support AI

Motive is a leading provider of innovative tools designed to empower teams managing physical operations, making their work safer, more productive, and more profitable. Our platform uniquely integrates safety, operations, and finance functions, allowing organizations to manage drivers, vehicles, equipment, and fleet-related expenses within a single system. Leveraging industry-leading AI, Motive offers complete visibility and control while significantly reducing manual workloads through automation and simplification. Serving nearly 100,000 customers across diverse industries such as transportation, logistics, construction, energy, manufacturing, agriculture, retail, and the public sector, Motive is committed to transforming operational efficiency on a global scale.

Key Responsibilities
- Understand the business needs of the post-sales organization and apply expertise in AI agents to design conversational flows, prompts, and automations that deliver efficient and natural user experiences.
- Collaborate with cross-functional teams to integrate AI platforms with core systems, including Salesforce and internal APIs, ensuring seamless end-to-end resolution.
- Monitor AI agent performance by analyzing conversation transcripts and iterating on system configurations to enhance resolution rates and customer satisfaction.
- Support management in achieving technology and operational objectives through AI-driven solutions.
- Troubleshoot daily issues, edge cases, and unexpected behaviors in both internal tools and customer-facing AI workflows.
- Work closely with Engineering and vendors to implement, test, and troubleshoot custom actions, webhook integrations, and new workflows within AI platforms.
- Manage ongoing requests related to tools, system access, and configuration.
- Design and deliver solutions from requirement gathering through user acceptance testing (UAT) and post-implementation validation, ensuring alignment with business needs.
- Participate in evaluating and selecting technology tools for post-sales and support teams.

Required Qualifications
- Minimum of 6 years’ experience in technology operations or a similar role within contact center operations.
- At least 2 years of hands-on experience configuring and managing conversational AI platforms such as Sierra, with a strong understanding of Salesforce and third-party integrations.
- Proven project management, analytical, and process-mapping skills, with a track record of optimizing customer support workflows using AI-driven agents.
- Deep and continuously improving knowledge of Salesforce and its ecosystem, including third-party products.
- Ability to manage multiple priorities effectively in a fast-paced environment, with a strong passion for learning new technologies and becoming a subject matter expert in AI.
- Excellent communication and stakeholder management skills, capable of partnering with diverse teams to drive results.

Preferred Qualifications and Additional Information
- Certified Salesforce Administrator or Consultant credentials are preferred.
- Certifications focused on AI for customer support are advantageous.
- Motive values diversity and inclusion and is an equal opportunity employer welcoming candidates from varied backgrounds, experiences, and perspectives.
- Candidates must be authorized to access technologies controlled under U.S. Export Administration Regulations, as employee access to Motive products and technology is required.
- For U.S.-based roles, some candidates may be required to sign a non-compete agreement, subject to applicable state laws and exemptions.
- All job postings correspond to existing vacancies, and some interviews or training sessions may take place in person at Motive’s global offices.

Motive is dedicated to creating a collaborative and innovative work environment where technology and operational excellence come together to drive meaningful impact for our customers worldwide.